Head of Tenant Experience

2 weeks ago

Manchester, United Kingdom Golden Lane Housing Limited Full time

Would you like to work for an organisation that has been providing homes for people with a learning disability or autism for the last 25 years?

Do you have the drive to make a difference and work for an organisation which makes a real difference to the lives of people with a learning disability or autism? Do you want to be a part of a team which offers exciting and challenging opportunities for you to develop thought provoking, innovative ideas? If the answers are yes, then this could be the role for you.

Golden Lane Housing have an exciting opportunity for a Head of Tenant Experience. This is a full time (35 hours per week), permanent role.

The Head of Tenant Experience will lead, direct and oversees all aspects of Golden Lane Housing’s (GLH) tenant experience service, developing policies, objectives, and initiatives. The role will lead the delivery of the tenant involvement strategy thought tenant, customer and stakeholder engagement ensuring that the tenant voice is heard, respected and valued throughout GLH and that there is compliance with regulatory standards for tenant involvement and empowerment.

The Head of Tenant Experience will work closely with all other Heads of Service in GLH to ensure the delivery of an exceptional customer experience across the entire customer journeyensuring that the tenant experience within GLH is delivered to high standard and is continuously improving through effective operational and strategic delivery mechanisms that meet the practical and emotional needs of tenants and customers whilst driving efficiency and meeting regulatory expectations.

The Head of Tenant will lead GLH’s complaint’s function ensuring complaints are dealt with fairly, efficiently and respectfully and reporting to the Executive all outcomes and learning and support the formal engagement structures of the Inclusion Advisory Committee and More Voices More Choices Group.

**Leadership Requirements**
- Effectively leads individuals and teams by coaching, supporting, and developing colleagues both individually and in teams to maximise engagement; personal development and growth; personal and team accountability and job satisfaction levels enabling retention of talent and delivery of excellent services for customers to deliver GLH’s priorities and objectives.
- Provide clear leadership that builds an adult‐to‐adult environment that is based on trust, mutual respect, integrity, where everyone takes accountability and responsibility at the same time working together as one team to promote change, innovation, continuous improvement management of risk and understanding of the regulatory framework.
- Knowledge of or willingness to learn more about learning disabilities.
- Experience of leading high performing teams to deliver exceptional levels of performance in a dynamic and challenging environment with experience in a management role ideally within a contact centre and/or regulated environment.
- Knowledge and understanding of strategy, complaints, regulatory frameworks, and customer experience practices communications.
- Good understanding of social housing sector and associated regulations.
- In depth experience of supporting customers to overcome a range of sensitive, challenging, and complex scenarios.
- Ability to inspire and motivate colleagues to deliver the operational plan, the achievement of objectives and the desire to continually develop and seek opportunities for personal development and growth.
- Exceptional organisational skills with the ability to engage with others across the organisation.
- Evidence of strong management, planning, project management and organisational skills, required to manage the Tenant Experience Team
- Budget management skills with a focus on value for money/return on investment.

**Job Types**: Full-time, Permanent

**Salary**: £50,000.00 per year

**Benefits**:

- Company pension
- On-site parking
- Work from home

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Manchester, M14 7HR

Reference ID: 064

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